---
title: "Agent issues"
slug: "backup-troubleshoot-agent"
updated: 2026-09-17T09:17:45Z
published: 2026-09-17T09:17:45Z
canonical: "guide.ncloud-docs.com/backup-troubleshoot-agent"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://guide.ncloud-docs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent issues

Available in Classic and VPC

You might run into the following problems when using Backup. Find out causes and possible solutions.

## Agent installation failed

Agent installation failed while creating a backup resource.

#### Cause

- A preliminary task that must be performed before you create a backup resource was not performed.
- A problem exists with the account, password, or permissions.
- A problem exists with the communications settings.
- A problem exists with the file path.
- A problem exists with the backup process.

#### Solution

**Perform preliminary tasks** Tasks exist that must be performed before you create a backup resource. For more information, see [Preliminary tasks](/docs/en/backup-advance).

**Run Ncloud Tool Kit (NTK)** If you are in a Linux, see [Check agent](/docs/en/backup-agent-ntk).

**Check accounts, passwords, and permissions**

- Make sure that no typos exist in the account and password you entered.
- If you are in a Linux, it is recommended to use the root account. If you use a regular account, ensure you have root permission.
- If you are in a Windows, it is recommended to use the administrator account. If you use a regular account, ensure you have administrator permission.

**Check communication settings**

- Ensure that network communication is allowed for backup agent installation and communication.
- Check the internal settings of ACG and OS to ensure that backup communication is allowed.
  - Linux agent

              Note

              

If you change the SSH port, you cannot install the agent.
    - Classic environment
      - Agent communication IP range: 10.0.0.0/8
      - Agent backup communication port: 8400-8440
      - Agent installation port: 22 (SSH)
    - VPC environment
      - OS/DBMS agent communication IP range: 169.254.0.0/16
      - OS/DBMS agent backup communication port: 8400-8440
      - OS/DBMS agent installation port: 22 (SSH)
  - Windows agent

              Note

              

You can install the agent only if the WMI Port and Remote Registry Service are set.
    - Classic environment
      - Agent communication IP range: 10.0.0.0/8
      - Agent backup communication port: 135 /139 / 445 / 24158 / 8400 to 8440
      - Fixed WMI PORT
      - Remote Registry Service activation
      - ADMIN$ sharing
    - VPC environment
      - Agent communication IP range: 169.254.0.0/16
      - Agent backup communication port: 135 /139 / 445 / 24158 / 8400 to 8440
      - Fixed WMI PORT
      - Remote Registry Service activation
      - ADMIN$ sharing

Once you have installed the DB Agent, you need to make additional settings for the DB instance. Make sure that the file paths are correct.

- MSSQL
  - Data Directory: copy and paste the path to "Data" in MSSQL > Database Default Location.

              Note

              

To see how to check the contents of the Data Director in MSSQL, see [Add DB Instance > MSSQL](/docs/en/backup-db).
- MySQL
  - Binary Directory: executable file path for MySQL (e.g., /usr/bin/)
  - Log Data Directory: bin-log path (e.g., /var/lib/mysql)
  - Config File: my.cnf file path (e.g., /etc/my.cnf)
  - Socket File: MySQL.sock file path (e.g., /var/lib/mysql/mysql.sock)
- PostgreSQL No separate paths need to be specified.

**Check the backup process** Verify that the backup process is running normally.

- Linux agent If the PID value in the result is displayed as N/A when you enter `commvault list`, please run the `commvault start` command.
- Windows agent If Status is displayed as Stopped in the result when you enter `Get-Service -Name Gx*` by running PowerShell as an administrator, please run following commands sequentially.

```
Start-Service -Name "GxClMgrSD(Instance001)"
Start-Service -Name "GxFWD(Instance001)"
Start-Service -Name "GxCVD(Instance001)"
```

## Error message "cannot execute binary file"

When I try to install Managed Backup Agent, I received the message "cannot execute binary file."

#### Cause

It is most likely a compatibility issue with the 32-bit OS.

#### Solution

If you are using a 32-bit OS, go to [**Customer Support** > **Materials**](https://www.ncloud.com/support/library) in the NAVER Cloud Portal, see **Backup** files.

## State maintained during agent deletion

The existing state is maintained during agent deletion.

#### Cause

- The account ID or password has been entered incorrectly.
- You don't have root permissions.
- The agent has an error.

#### Solution

**Verify account/password information** Make sure you've entered your account and password correctly.

**Check root permissions** When deleting an agent, make sure you have root permissions.

1. Stop the service on the NAVER Cloud Platform account where you installed the agent.

```
#commvault stop
```
2. Change the path permission to root.

```
chown -R root:root root_directory
/home1/ncloud/commvault
/home1/ncloud/CommVaultRegistry
```
3. Start the service using the root account.

```
#/home1/ncloud/commvault/Base/commvault start
```
4. After entering the following command, capture the screen and send it to our Customer Support.

```
commvault list  
commvault status  
commvault start
```
  - This step is to check whether the agent operates normally during the deletion process.

              Note

              

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